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Help Desk Ticket Coordinator

Job ID: 2408080
Location: WASHINGTON, DC, United States
Date Posted: Jun 17, 2024
Category: Information Technology
Subcategory: Technical Support
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: Remote
Benefits: Click here

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Job Description

Description

We are seeking a motivated, self-sufficient, and willing to learn Help Desk Ticket Coordinator to join our team to begin an exciting and challenging career with SAIC. 

 Job Details:

  • Communicating with users to setting appointments with Tier 2 technicians for First Time Logins  
  • Goal-setting to set realistic deadlines and strategize daily, weekly, monthly and quarterly progress
  • Monitor Tier 2 technician queues and assign tickets to appropriate resources for troubleshooting and ticket resolution. Monitor dedicated queues to ensure SLAs are maintained.
  • Assign the tickets which are out of scope to Service Desk/Other Teams
  • Ensure associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved
  • Ensure proper assignment of tickets as well as facilitation of resource allocation based on work load
  • Experience working with customer technology and support requirements

Qualifications

Requirements:

  • Verbal and written communication for understanding project requirements and explaining these needs to employees and third-party providers
  • AA Degree in related discipline; Or, High School and up to two (2) years of related experience with certification
  • Attention to detail to ensure all specifications are met
  • Strong time management and communication skills
  • Experience working in a customer service role
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Strong interpersonal and presentation skills
  • Ability to create reports using Excel
  • Eligibility to obtain and maintain a Public Trust clearance
  • Must be US Citizen 

Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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